Citizen's Charter
The Citizen's Charter is an official document prepared to ensure that the services of local self-government institutions are made available to the public in a transparent and time-bound manner. It serves as a comprehensive guide containing all the information regarding the various services available to the public from Grama Panchayats.
The main contents and objectives of the Citizen's Charter in Grama Panchayats are as follows:
1. Main Contents
A Citizen's Charter usually clearly records the following information:
Available Services: It lists the various types of certificates (such as birth, death, marriage, ownership, and unemployment certificates), licenses (D&O, building permits), pensions, and other benefits that can be obtained from the Panchayat.
Required Documents: It precisely describes the supporting documents that must be submitted along with the application for each service.
Fee Structure: It specifies the government fee or application fee charged for each service.
Time Limit: It details the exact timeframe within which a service or certificate will be issued after the application is submitted (e.g., Birth Certificate – 3 days, Building Permit – 30 days).
Responsible Officials: It clearly identifies the official (Clerk, Assistant Secretary, Secretary, etc.) who handles the applications and is responsible for making decisions on them.
2. Main Objectives
Ensuring Transparency: To bring transparency to Panchayat administration and service delivery.
Eradication of Corruption: Since the public knows exactly what is required for each service, officials cannot raise unnecessary objections or delays.
Fostering a Sense of Rights: To instill awareness among citizens that the services provided by the Panchayat are their rightful due.
3. Grievance Redressal Mechanism
The charter also includes information about the Appellate Authority to whom a complaint can be made if a service is not received within the stipulated time limit or if officials reject an application unnecessarily (usually the Deputy Director of Panchayats or the Local Self-Government Ombudsman).
Note: In all Grama Panchayats in Kerala, the Citizen's Charter is displayed on boards or in book format in a way that is easily visible to the public. Additionally, it is now available on the internet through Citizen Service Portals. This is directly linked to the Right to Service Act.